> For the complete documentation index, see [llms.txt](https://learn.doubletick.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://learn.doubletick.io/webhooks/how-to-use-the-instagram-conversation-closed-webhook.md).

# How to Use the Instagram Conversation Closed Webhook

Closing a conversation in DoubleTick is not just a housekeeping action — it is a signal that something has concluded. A query was resolved, a sale was completed, or a lead went cold. But without a webhook, that signal stays inside DoubleTick. Your CRM does not update. Your reporting does not reflect it. The next step never triggers.

The Close a Conversation webhook fires the moment any Instagram conversation is marked as done in DoubleTick — so your external systems can react to it immediately.

**Note: This webhook is only available for organisations that have an Instagram channel connected in DoubleTick.**

***

#### <mark style="color:$primary;">**When Does This Webhook Trigger?**</mark>

This webhook fires every time a conversation with an Instagram customer is closed or marked as done in DoubleTick.

***

#### <mark style="color:$primary;">**Step-by-Step Setup Guide**</mark>

<figure><img src="/files/xeQMnLeTEwiSlRKFXCV3" alt=""><figcaption></figcaption></figure>

**Step 1: Open Webhooks in DoubleTick**

1. Go to Settings
2. Click on Webhooks

**Step 2: Create a New Webhook**

1. Click New Webhook
2. Give it a name — for example: Instagram Conversation Closed

**Step 3: Get Your Webhook URL**

You need a destination URL — this is where DoubleTick will send the data each time a conversation is closed.

For testing, use DoubleTick's Bot Studio to preview the incoming data first:

1. Open a new tab and go to Bot Studio
2. Click Create New Bot
3. Set the trigger to On Webhook
4. Copy the webhook URL that appears

**Step 4: Fill in Webhook Details**

1. Go back to the Webhooks page
2. Enter the webhook name
3. Paste the webhook URL
4. Under Channel Type, select Instagram
5. Select your Instagram channel
6. Click Continue

**Step 5: Choose the Event**

1. Select Close a Conversation from the event list
2. Click Save

Your webhook is now active.

***

#### <mark style="color:$primary;">**How to Test It**</mark>

1. Open any active Instagram conversation in DoubleTick
2. Mark it as done
3. Go to Bot → Capture Response → View Response Data
4. You will see the event captured in real time

***

#### <mark style="color:$primary;">**What Data Do You Receive?**</mark>

<table><thead><tr><th width="172.4000244140625">Field</th><th>What It Tells You</th></tr></thead><tbody><tr><td><strong>to</strong></td><td>The Instagram handle of your connected business account</td></tr><tr><td><strong>from</strong></td><td>The Instagram handle of the customer — null in some cases</td></tr><tr><td><strong>channelType</strong></td><td>Will always be INSTAGRAM</td></tr><tr><td><strong>customerName</strong></td><td>The display name of the customer in DoubleTick</td></tr><tr><td><strong>dtCustomerId</strong></td><td>DoubleTick's internal unique ID for this customer</td></tr><tr><td><strong>customerPhone</strong></td><td>Will be null for Instagram customers</td></tr><tr><td><strong>customerHandle</strong></td><td>The Instagram handle of the customer</td></tr><tr><td><strong>closeConversation</strong></td><td>Will always be true — confirms the conversation was closed</td></tr></tbody></table>

***

#### <mark style="color:$primary;">**Instagram Close a Conversation Webhook – Sample Payload**</mark>

```json
{
  "to": "your_business_handle",
  "from": null,
  "channelType": "INSTAGRAM",
  "customerName": "Abhishek",
  "dtCustomerId": "customer_Ehrc3Ls7kS",
  "customerPhone": null,
  "customerHandle": "abhishxo",
  "closeConversation": true
}
```

***

#### <mark style="color:$primary;">**Summary**</mark>

The Instagram Close a Conversation Webhook turns every conversation closure in DoubleTick into a real-time trigger for your external systems. Set it up once, and closing a chat automatically sets the right next action in motion — whether that is onboarding, nurturing, or re-engagement.


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